Job Description
Job Description: TAP trainer/ Customer Service Senior Representative Functions • Organize virtual/ in person training classes regarding program specific materials related to customer service department procedures and policies.
Identify individual and team skills gaps
Ensure new hires are equip and excel in basic new hire training courses
• Work in various systems to support the operation floor with questions or investigations as needed
• Provide exceptional customer service and responses in a timely and professional manner
• Initiate and/or respond to employees, leaders and peers to enhance/correct services
• Research and correct escalated issues including program exception reports
• Assist leadership in the development and maintenance of training documents, work instructions and SOPs.
• Demonstrate good decision-making skills and problem-solving techniques as well as a strong ability to multitask
Review current customer service processes and collaborate with leadership to decide how existing processes could be improved
Implement new training techniques and apply learning structures to training sessions to maximize the benefit of training sessions for new and existing employees
Work with management to discuss and implement various training methods
Keep a record of who has completed training and when
Organize and conduct refresher training when needed
Strive to improve the companies' level of customer service in line with service delivery agreements and KPIs.
• Attend monthly call quality meetings with quality Partners to be in line with trends, patterns and drivers of overall team quality
QUALIFICATIONS • High school degree or GED required.
• 2 - 3 years of relevant working experience.
• Ability to obtain and retain Pharmacy Technician License per state guidelines.
• Proficiency with personal computers.
• Excellent written and verbal communication skills.
• Ability and willingness to work a flexible schedule to cover peak times.
• Ability to adapt to a fast-paced environment quickly.
• Ability to adapt to new situations that may arise due to program changes.
• Ability to learn quickly, maintain accurate information, and made decisions with minimal supervision.
If you will be working at home occasionally or permanently, the internet connection must be obtained through a cable broadband or fiber optic internet service provider with speeds of at least 10Mbps download/5Mbps upload.
About Evernorth Health Services Evernorth Health Services, a division of The Cigna Group, creates pharmacy, care and benefit solutions to improve health and increase vitality. We relentlessly innovate to make the prediction, prevention and treatment of illness and disease more accessible to millions of people. Join us in driving growth and improving lives.
Qualified applicants will be considered without regard to race, color, age, disability, sex, childbirth (including pregnancy) or related medical conditions including but not limited to lactation, sexual orientation, gender identity or expression, veteran or military status, religion, national origin, ancestry, marital or familial status, genetic information, status with regard to public assistance, citizenship status or any other characteristic protected by applicable equal employment opportunity laws.
If you require reasonable accommodation in completing the online application process, please email: SeeYourself@cigna.com for support. Do not email SeeYourself@cigna.com for an update on your application or to provide your resume as you will not receive a response.
The Cigna Group has a tobacco-free policy and reserves the right not to hire tobacco/nicotine users in states where that is legally permissible. Candidates in such states who use tobacco/nicotine will not be considered for employment unless they enter a qualifying smoking cessation program prior to the start of their employment. These states include: Alabama, Alaska, Arizona, Arkansas, Delaware, Florida, Georgia, Hawaii, Idaho, Iowa, Kansas, Maryland, Massachusetts, Michigan, Nebraska, Ohio, Pennsylvania, Texas, Utah, Vermont, and Washington State.
Job Tags
Permanent employment, Work experience placement, Remote job, Flexible hours,